Improving Customer Insights
Insight into customer behavior is fundamental to success, supporting and driving the customer-experience initiatives that can provide significant competitive advantage.
These insights hinge on the fast and accurate analysis of customer information to help better understand needs and deliver the personalized interactions today’s consumers expect.
Read the case studies in this section to see how Oracle has helped organizations like yours:
Gain a 360-degree view of customer behavior
Speed customer loyalty analysis from one week to just four hours
Monitor over 100 different customers a day
mStart Improves Customer Experiences
While Cutting Transportation Costs
Founded in 2010, mStart is a Croatian provider of business and technological IT solutions oriented towards development, implementation, integration, and IT support for the agriculture, industrial, and retail sectors.
The company is part of the Agrokor food production and distribution group, and has a strong focus on reducing energy usage, water consumption, and carbon dioxide emissions.
The companies mStart serves handle more than one million retail transactions every day. That volume of transactions generates a lot of data, which mStart was eager to put to use.
Quite simply, mStart needed to find a new way of extracting powerful insight from its data.
The company wanted to use customer data to improve customer experiences and service delivery; use transport data to reduce costs and optimize supply-chain operations; and use internal data to improve the efficiency of its own processes.
By deploying the Oracle Big Data Appliance, mStart increased business agility and gained real-time insight into the activities of more than 2,000 stores serving 1.2 million customers daily in five countries. Those stores can now intelligently make same-day amendments to prices and promotions to boost revenue and optimize inventory management.
For mStart itself, the solution has helped reduce transportation costs, enhance supply-chain processes and reduce waste and carbon dioxide emissions.
RecVue Provides Customer Insights to
Drive New Revenue with Oracle Big Data Cloud
Based in Palo Alto, California, RecVue is a recurring billing and revenue management company that helps organizations simplify the management of subscription contracts.
RecVue provides a billing and revenue management platform to help companies gain greater insights into their recurring revenue contracts. They manage over US$5 billion in recurring revenue every year. This adds up to between 40 and 50 million transactions each year, with each transaction involving calculations based on intricate pricing models. The problem is, processing this amount of data in a way that provides business value isn’t easy to do cost-effectively. As a result, RecVue chose to implement Oracle Big Data Cloud as a solution.
RecVue’s customers have specific needs. They want to be able to analyze billing and revenue data, so they can forecast accurately and identify which products are the most—and the least—profitable. They also have concerns over data security, scalability, and flexibility that need to be met.
Oracle Big Data Cloud provides a secure platform where this billing and revenue information can be captured and quickly analyzed. Companies from all industries are currently using it to help identify which revenues are most lucrative, refine pricing models to improve profitability, and gain insight into which customers are most likely to churn, and why.
Oracle Big Data allows RecVue to process trillions of data points, bringing rapid insights to its customers that would otherwise be impossible to achieve.
Oracle Big Data Cloud helps RecVue offer complex, usage-based pricing models for large data sets at a competitive price—driving new revenue and gaining competitive edge.
Director, Cloud Products
& Technology at RECVUE
Telefónica Gets a Handle on Its Terabytes of Data
Telefónica is a major entertainment, broadband, and telecommunications provider with operations in Europe, Asia, and North, Central, and South America. It is one of the largest telephone operators and mobile network providers in the world, with more than 320 million customers.
Telefónica Spain has more than three million convergent fixed and mobile customers, more than 17 million mobile customers, and approximately 40 percent market share in mobile telephony, television, and internet. New technologies that enable the company to analyze audience preferences and then act on that intelligence have been key to a radical revamp of the company’s marketing activities and resulting customer—satisfaction ratings.
Knowing that customer loyalty would increase customer spending, Telefónica needed to gain this insight to more accurately and effectively market to its customers.
Telefónica used Oracle Exadata and Oracle Big Data Appliance as the basis for a new architecture designed to handle all its data. The company can now make split-second recommendations to television viewers and can create audience segments for new campaigns in real time. Already, the company’s television recommendation engine has improved customer satisfaction and loyalty, and driven business growth—while increasing TV content consumption by 2.8 times.
But that’s not the only improvement Telefónica Spain has seen from its big data solution. It used to take 20 days to define a target audience for a CRM campaign; now, the company can market to a specific audience in real time. It also used to take 48 hours to follow up from sales campaigns; now, representatives follow up leads as they come in.
By opting for Oracle Big Data Appliance, Oracle Exadata, and Oracle Exalogic, we reduce costs, ensure a seamless integration with our systems and networks, make better business decisions, and offer more-personalized services.
Carolina Bouvard Nuno
BI and Transformation Director,